View stunning SlideShares in full-screen with the new iOS app!Introducing SlideShare for AndroidExplore all your favorite topics in the SlideShare appGet the SlideShare app to Save for Later — even offline
View stunning SlideShares in full-screen with the new Android app!View stunning SlideShares in full-screen with the new iOS app!
In normal face to face dialogue, research has shown that communication is:
7% the words we say
38% the way we say them
55% non verbal signals
Clearly you can only use the first two when you are on the phone (until the age of video phones) so you are potentially only operating at 45% effectiveness; unless you compensate by making more use of the other two.
Find out who's calling - ASK - SPELL - REPEAT 1 Ask their name 'May I ask your good name, please?’ 2 Check the spelling - Their name will be appearing on letters, quotes, proposals, orders, delivery notes and invoices; get the name wrong, and you may not get as far as the last three items! 3 Write it down for accuracy
Find out who's calling - ASK - SPELL - REPEAT 4 Check the pronunciation - If you are going to use their name, then you need to get it right to avoid annoying them (they will correct you early on without embarrassment) 5 Use their name in the conversation
Ask for help (if appropriate) - best time to call them next, how to find them, etc
Look forward to the next contact
Leave on a pleasant note - 'Have a good weekend' (note: avoid 'Have a nice day'!)
Put the phone down - LAST Wait for the 'click' at their end. This important step is missed by most people using the telephone: - it avoids a 'cut-off' feeling - They may remember something else they wish to say